Senior Director Customer Support

ChargePoint

  • Full Time

About Us

With electric vehicles (EVs) expected to be 25% of vehicle sales by 2025 and more than 50% by 2040, electric mobility is in the midst of a tipping point and becoming reality. ChargePoint is at the center of the e-mobility revolution, powering the world’s leading EV charging network and most complete set of hardware, software and mobile solutions for every EV charging need. Whether it's to ride, driver or deliver on electric fuel, we bring together people, vehicle fleets, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a reality globally.

Our fanatical focus on charging and 10+ years in business has made us an industry leader. Supported by more than half a billion dollars in funding from investors, including Quantum Energy Partners, GIC, Clearvision, Daimler Trucks & Buses, Daimler, Siemens, Linse Capital, American Electric Power, Canada Pension Plan Investment Board, Chevron Technology Ventures, Rho Capital Partners, BMW i Ventures and Braemar Energy Ventures, ChargePoint offers a once-in-a-lifetime chance to be part of creating an all-electric future and shaping a trillion-dollar market. Join the team that built the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.

Reports To

VP Global Customer Support

The Sr. Director, Customer support will drive operational excellence with assigned staff and daily operations in the North American or EU region, provide escalated support to internal and external customers for all ChargePoint product lines.  Manage multiple segments of support businesses to effectively align with customer needs.  Handle escalated issues and interact with various groups, including Sales, Product Management, Program Management, Engineering and Channel Partners, to document and report issues and work towards resolution.  This role is responsible for performance of all technical and customer onboarding support for ChargePoint’s footprint.

  • Collaborates with executive leadership and direct reports to set performance objectives and goals. 
  • Lead and develop onboarding and repair support teams
  • Independent and goal-oriented in owning the customer experience for new region development
  • Partner with internal and external stakeholders to ensure support and onboarding quality.
  • Provide timely guidance, encouragement and coaching to direct reports to help strengthen specific knowledge/skill areas needed to achieve highest performance.
  • Plan, communicate, delegate, and monitor work assignments/special projects concerning direct reports.
  • Respond to escalated issues and interacts with various groups, including Technology, Product Management, Program Management and Sales to resolve.
  • Develop daily, weekly, and monthly status reports for management and put processes into place that will ensure SLAs are met.
  • Identifies opportunities for career development and finds creative ways to enhance skills.
  • Responsible for analyzing scheduling needs, optimizing schedules to align with Customer Support objectives, and monitoring direct report schedule adherence in accordance with ChargePoint policies.
  • Operate as a Vendor Manager for any outsourced operations in region.

 

 

Requirements

  • Bachelor’s degree in a business or technology related field or equivalent combination of education and experience. 
  • 10+ years’ experience in a customer support center environment with increasing responsibilities including management experience and leadership 
  • Proven track record of driving results in both back-office case-management, and direct call center management in a technical environment.
  • Experience managing outsourced partners in a high touch customer service environment
  • Demonstrated skills in leadership, negotiation, problem solving, conflict management, planning, and delegating
  • Strong knowledge of Microsoft Office products, familiar with Salesforce, CRM, and case management systems.
  • Ability to multitask and prioritize projects to meet deadlines
  • Demonstrated ability to project manage international and cross-functional projects
  • Excellent verbal and written communication skills and strong interpersonal/communication skills
  • Experience in the Electric Vehicle industry preferred
  • Ability for travel up to 25%

 

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